Ticket to Okdesk

Okdesk Ticket mobile application is your personal, advanced and easy way to interact with a service company or support 24/7.

Try it and see how simple communication with support can be!

Okdesk is a leading Help Desk system for automating service, post-sale and onsite service processes. Okdesk was developed based on the experience of 10,000+ companies from Russia, the CIS, Europe and Latin America.

Okdesk Ticket app allows you to:

- Submit tickets to support team of your service company or in-house service department on your own, if they use the Okdesk Help Desk system to automate customer support

- Avoid unnecessary clicks adding comments and tickets with help of voice recognition feature (comments and tickets will be automatically converted into text)

- Monitor the status of your tickets

- Attach files and photos of "malfunction" directly from your smartphone

- Confirm the completion of a ticket or return it for correction

- Rate the work of support team

- Be aware of all the major changes related to your ticket

We make Okdesk so that service companies and units could provide advanced world-class support!

The early game emphasizes ticket management, teaching players how to efficiently process incoming requests. Players learn to assign tickets to appropriate agents, update ticket statuses, and communicate effectively with customers through pre-defined templates and personalized messages. The importance of accurate categorization and prioritization is highlighted, as these factors directly impact response times and customer satisfaction. Players are also introduced to the concept of service level agreements (SLAs) and their role in maintaining service quality.

As players progress, they encounter increasingly complex scenarios that require advanced problem-solving skills. They learn to utilize the knowledge base within Okdesk to find solutions to common issues, escalating more challenging problems to senior agents or specialized teams. The game emphasizes the importance of collaboration and communication within the support team, demonstrating how effective teamwork can lead to quicker resolutions and improved customer experiences.

The game introduces various customer personas, each with unique needs and communication styles. Players must adapt their approach to effectively address the concerns of different customer segments, learning to balance empathy with efficiency. This aspect of the game highlights the importance of understanding customer psychology and tailoring communication to individual preferences.

Okdesk's reporting and analytics features are gradually introduced, allowing players to track their performance and identify areas for improvement. Players learn to interpret key metrics such as ticket resolution time, customer satisfaction scores, and agent performance indicators. These insights help players optimize their workflows and contribute to the overall efficiency of the support team.

Throughout the game, players are presented with challenges and quizzes that test their understanding of Okdesk's functionalities. Successful completion of these challenges unlocks new features and capabilities, further enhancing the player's proficiency with the software. The game also incorporates simulated customer interactions, providing realistic scenarios that test the player's ability to handle difficult conversations and resolve complex issues.

The mid-game focuses on automation and customization within Okdesk. Players learn to create automated workflows to streamline repetitive tasks, such as ticket routing and notification management. They also explore the customization options available within Okdesk, tailoring the platform to meet the specific needs of their organization. This includes configuring custom fields, creating personalized email templates, and integrating Okdesk with other business applications.

As players approach the end-game, they are tasked with managing larger volumes of tickets and more complex support scenarios. They learn to prioritize effectively, delegate tasks to team members, and utilize advanced features of Okdesk to maintain service quality under pressure. The game culminates in a simulated crisis scenario, where players must utilize all their acquired skills to resolve a major incident and restore customer confidence.

The game's narrative emphasizes the importance of continuous learning and adaptation in the ever-evolving field of customer support. Players are encouraged to explore new features, experiment with different approaches, and seek feedback from their virtual colleagues. The ultimate goal is to become a highly proficient Okdesk user, capable of delivering exceptional customer service and contributing to the success of the support team. By the end of the game, players have gained a comprehensive understanding of Okdesk's capabilities and are well-equipped to utilize the software effectively in a real-world setting.

The game also subtly introduces the concept of customer success, going beyond simply resolving issues to proactively identifying and addressing customer needs. This proactive approach fosters stronger customer relationships and contributes to long-term customer loyalty. Players learn to anticipate potential problems, offer helpful resources, and provide personalized recommendations to enhance the customer experience. This focus on customer success reinforces the importance of building strong relationships and exceeding customer expectations. The game concludes with a summary of the player's progress, highlighting their achievements and areas for continued development. Players are encouraged to continue exploring Okdesk's features and apply their newly acquired skills to improve their performance in real-world customer support scenarios.